User's Comments not showing for other users

[TheKernMeister]

Hi all. We have a problem with comments added to a PDF, by one user, not showing up to other users. 

Our use case / setup:

All users are under the same group license. We all use full Acrobat Pro app, not web apps. We all save and share PDFs to our drives [old skool], and do not use any cloud functionality. 

One of our Account Managers regularly receives a draft PDF from the Design team, to which they add comments for changes / suggestions. Once she saves this and sends back, the PDF is clean again, completely without comments, no trace. 

WTH is going on?! Any help gratfully received...

[try67]

Are you 100% sure they're using Acrobat? The fact they have it on their machine doesn't mean they actually use it.

Ask them to send you a full-window screenshot of the file in the application where they are editing it. 9 times out of 10 these issues are caused by non-Adobe software, such as browser plugins, sub-par viewers, etc.

[TheKernMeister]

Hey, thanks. Yes I'm sure they're using the full Acrobat Pro app, desktop. We're in the same office and I have tested it over and over. I'm quite techy myself and I just can't work it out, never seen anything like it!

[Rohit_Anand]

Hi @TheKernMeister 

Can you please confirm how the files are shared after adding comments, are the pdfs placed on a shared drive or they are shared as email attachments?

Once you add comments in the pdf and save it, can you please cross check the pdf again for comments before sharing it, just  to rule out if there is some issue in saving.

Thanks,

Rohit A

[TheKernMeister]

Hi there. The files are shared over email, using Google Workplace. 

We have tested the commenting on the user; I stood over them as they made comments on a PDF, saved them then opened again on their machine to make sure they 'held' there. Then, once emailed to me [or others], they're not there. 

[Rohit AnandT3]

Hi @TheKernMeister 

Thank you for sharing the details, it seems there is some problem while sharing the file over email.

Would it be possible to share a video of the the issue ? Have send an offline message to you for the same.

Thanks,

Rohit A